Location: Mt. Sterling, IL or Chesterfield, MO           

Department: Sales

Reports To: Director of Integrated Marketing & Insights

Salary Grade: $81,452 - $122,178 annually, plus bonus opportunity

As a Customer Experience Manager, you will drive the incorporation of customer-focused experiences into all interactions customers have with Dot Foods. You will be responsible for working across all departments in providing an exceptional customer experience. The goal is to increase brand satisfaction and customer lifetime value for Dot and our business partners.

WHAT YOU’LL DO

Foster a customer-centric culture across the organization that aligns with our brand promise and core values Lead the process of creating and evaluating use-case and journey maps for all points of customer contact Build and maintain the roadmap for experience-driven enhancements to business processes Collaborate with internal teams and directly with customers to develop key customer experience solutions Discover, assess, and recommend technologies to improve the customer experience Present recommendations of needed changes and enhancements to key stakeholders Develop and evaluate KPIs to report and evaluate effectiveness of strategies Use Net Promoter Score, Customer Effort Score and other tools to measure impact of improvements over time Apply lean thinking and tools to identify and eliminate waste in all areas of the position

YOU MUST HAVE

Bachelor’s degree or equivalent Dot experience Successful experience collaborating across teams to inspire buy-in and change An aptitude for new technologies and driving change with technology An entrepreneurial spirit to work and lead independently on a new and exciting endeavor Strong presentation and influence skills A strategic mindset to build long-term customer solutions across the organization

YOU MAY ALSO HAVE

Experience with customer account management Experience working with and/or helping design customer dashboard experiences Experience with use-case and customer journey mapping. Background in executing A/B and multivariate tests to determine optimal outcomes. Background using Google Analytics, Adobe Analytics, or similar tools.

ROLE SPECIFICS

Ability to independently travel as needed, without restriction, by all modes of transportation, including car, plane or train. Expected travel of 1-2 nights per month on average but will vary.

WHO WE ARE 

Dot Foods makes products more accessible and affordable to the food industry. We streamline the supply chain and build valuable partnerships with distributors, suppliers, and operators. Our company was created on a foundation of respect and dependability. People who are open to input, ask questions, embrace diversity, and seek innovative solutions thrive here. 

WHAT DOT CAN OFFER YOU

As a family-owned and -operated company since 1960, Dot Foods has created a strong family culture. We make everyone feel included and respected. In addition to an inclusive working environment, we will provide you with:

Competitive compensation package, including bonuses for successful performance Extensive benefits including medical, dental, 401k, and profit-sharing Significant advancement opportunities

Safety: This position assumes responsibility for the workplace safety of self and co-workers, and for the safety conditions of the work locations, exercise and promotes safe behaviors and show unyielding support of programs, rules and policies regarding safety.

EOE/AA Employer: Dot believes all persons are entitled to equal employment opportunities. Dot will not discriminate against its employees or applicants for employment because of sex, race, color, religion, national origin, age, sexual orientation, disability, or veteran status or other basic classes protected by applicable federal or state law provided they are qualified for employment or for existing positions.